IVR/Amazon Connect Specialist

Connex Telecommunications Inc.


Date: 8 hours ago
City: Richmond Hill, ON
Contract type: Full time
IVR / Amazon Connect Specialist

The IVR / Amazon Connect Specialist is responsible for the design, configuration, implementation, testing, and ongoing support of Amazon Connect contact centre solutions. This role works closely with technical teams, business stakeholders, and clients to build and maintain IVR applications, call routing, contact flows, queues, agent configurations, reporting, and integrations.

Key Responsibilities

  • Design, build, configure, and maintain Amazon Connect contact flows and IVR solutions.
  • Configure queues, routing profiles, hours of operation, prompts, quick connects, security profiles, and agent configurations.
  • Develop and support IVR functionality using Amazon Lex, AWS Lambda, APIs, and related AWS services.
  • Implement skills-based and attribute-based routing to support business and operational requirements.
  • Integrate Amazon Connect with CRM platforms, databases, APIs, and other third-party applications.
  • Support inbound and outbound voice solutions, call transfers, callbacks, voicemail, and self-service functionality.
  • Configure and troubleshoot contact attributes, Lambda integrations, routing logic, and error handling.
  • Participate in contact centre migrations from legacy or existing platforms to Amazon Connect.
  • Support solution design, requirements gathering, technical documentation, configuration, testing, UAT, deployment, and post-production support.
  • Troubleshoot call flow, routing, audio, agent, integration, and reporting issues across Amazon Connect environments.
  • Review CloudWatch logs and other AWS monitoring tools to identify and resolve technical issues.
  • Support Amazon Connect reporting, real-time metrics, historical metrics, Contact Trace Records, and dashboard requirements.
  • Work with Athena, QuickSight, or other reporting tools where required to support operational reporting and analytics.
  • Maintain technical documentation, configuration standards, call flow diagrams, and deployment procedures.
  • Follow change management and release processes when moving configurations between development, test, and production environments.
  • Work directly with business stakeholders and contact centre teams to translate operational requirements into technical solutions.
  • Provide technical guidance and support to administrators, operations teams, and other Amazon Connect resources.

Preferred Experience

  • Hands-on experience configuring and supporting Amazon Connect in production environments.
  • Strong understanding of IVR design, contact flows, queues, routing profiles, security profiles, and contact centre operations.
  • Experience with Amazon Lex, AWS Lambda, CloudWatch, APIs, and JSON.
  • Experience integrating Amazon Connect with external applications or CRM platforms.
  • Understanding of contact centre metrics including service level, ASA, occupancy, abandonment, handle time, and queue performance.
  • Experience with Contact Trace Records, Athena, QuickSight, or Amazon Connect reporting is an asset.
  • Experience supporting contact centre migrations, implementations, or platform upgrades.
  • Strong troubleshooting, documentation, communication, and stakeholder-management skills.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Technical Specialist

Mackenzie Health, Richmond Hill, ON
CA$47.03 - CA$59.29 per hour
2 days ago
Job DescriptionThe Technical Specialist, Pre-Analytical and Microbiology is responsible for the effective and efficient coordination, oversight, and continuous improvement of the Pre-Analytical and Microbiology programs to ensure quality, accuracy, safety, regulatory compliance, and timely delivery of laboratory services in support of patient care.As an integral member of the Laboratory Services team, the Technical Specialist provides operational and technical leadership for...

HVAC Technician

Royal York Property Management, Richmond Hill, ON
3 days ago
Hvac, Maintenance, Skilled TradesCompensation: Competitive appointment-based and hourly compensation based on experience, verified qualifications, approved scope of work, and the type of HVAC appointment assigned.Royal York Property Management is one of Canada’s leading property management companies, managing thousands of residential rental properties across Ontario and beyond. We are looking for experienced, reliable HVAC Technicians to join our growing network of...

Shipper/Receiver

Fresenius Medical Care, Richmond Hill, ON
3 days ago
PURPOSE AND SCOPE:Supports FME Canada's mission, vision, core values and customer service philosophy. Adheres to the FME Canada Compliance Program, including following all regulatory and division/company policy requirements.Under the direction of the Warehouse Manager, this individual will be responsible for all matters pertaining to the shipping and receiving of Fresenius Medical Care products, and the storing and movement within the...